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Instagram connection failures almost always trace back to one of the four prerequisites in Getting started. Check each one specifically rather than retrying the same flow repeatedly.
Connection fails, or the account doesn’t appear in the picker. Work through this checklist:
  1. Personal account instead of professional. Instagram will not let you connect a personal account at all. Convert it to a Creator or Business account in the Instagram app first — this is the single most common blocker.
  2. Not connected to a Facebook Page. Every Instagram business account needs a linked Facebook Page before Heyy can connect to it. Link one in the Instagram app if you haven’t already.
  3. Missing from the Business Portfolio. Both the Facebook Page and the Instagram account need to exist inside the same Meta Business Portfolio, with the Page verified in Business settings.
  4. Not an admin. The person clicking Connect needs admin access to both the Instagram account and the Facebook Page — not just editor or moderator access.

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Connected, but messages aren’t coming through

  • Confirm the authorization step actually completed — if the Meta flow was closed early or a permission was declined, the connection can appear to succeed in Heyy’s UI without fully authorizing message access. Disconnect and reconnect if in doubt.
  • Check you’re looking at All rather than a filtered Inbox view — new Instagram conversations start Unassigned unless routed by an automation.

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Display name is wrong

Display name is read-only in Heyy and pulled from the Instagram account itself. Update your Instagram username or profile directly in the app, or via Edit profile on Instagram from the channel’s Profile tab — see Getting started. For problems with an active conversation rather than the connection itself, see Message errors.